Sr. Manager of CX Enablement

Role overview Lead the quality, training, and knowledge systems that support a large, omnichannel customer service operation. You’ll connect quality signals and customer feedback to agent learning, knowledge improvements, and AI-assisted support, while managing a small team and coordinating with operations, product, engineering, and external service partners.

Responsibilities - Design and improve quality programs that promote consistent agent performance across support channels. - Own knowledge base operations, including content reviews, clear ownership, refresh schedules, and readiness for use by both agents and AI systems. - Use feedback from AI support, quality reviews, customer satisfaction, and sentiment to find content gaps and improve automated answers. - Partner with outsourced training teams to address recurring quality issues and prepare training and content for new service launches. - Connect quality findings to training and knowledge improvements, distinguishing agent coaching needs from process or content problems. - Set collaboration routines across vendor operations, product, engineering, partner teams, fraud operations, compliance, and legal; manage and develop 2–3 team members.

Requirements - At least 7 years in customer experience, including 4 or more years in quality, training, enablement, or knowledge management. - Experience owning quality, training, or enablement at scale across 100 or more agents, in-house or outsourced; omnichannel experience is preferred. - Hands-on delivery of AI-based support deflection using a language-model platform or comparable tool. - Strong working knowledge of established customer support and knowledge systems, plus quality management tools. - Excellent writing skills for content that can meet compliance needs with minimal revision. - Ability to analyze quality trends, customer satisfaction, sentiment, and agent performance to identify root causes, then ship frameworks that teams adopt. - Curiosity about how AI is changing customer support and a record of keeping current with automation practices.

Nice to have Experience in payments, financial technology, regulated industries, learning management systems, customer education, contact center leadership, outsourced service partnerships, or modernizing manual quality and training programs.

Benefits and work setup The listing describes competitive compensation and equity, flexible paid time off, covered healthcare and dependent coverage, parental leave, and a choice of work computer.